Lauro Monroy F Email & Phone Number

Wisconsin, United States

• Provided front-line technical support for applications, resolving over 200 hardware and software issues per month and escalating complex cases.
• Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.
• Assisted in the creation and maintenance of knowledge base articles and user guides.
• Collaborated with developers to reproduce and debug customer-reported issues.
• Conducted remote sessions to guide end-users through application installations and configurations.
• Implemented proactive monitoring systems, resulting in a 25% decrease in critical system failures.

• Utilized Microsoft Excel to generate reports and graphs based on complex datasets.
• Created SQL queries to extract data from multiple sources for reporting purposes.
• Developed and maintained databases to store, track and analyze customer data.
• Designed and developed reports and analytics using modern data visualization tools.
• Provided technical support for existing reports, dashboards, and other tools.
• Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.

• Developed code following common security practices and development design patterns.
• Documented 100% of technical specifications and dependencies of applications.
• Participate in the planning and execution of business continuity/disaster recovery exercises.
• Implemented user-friendly UI/UX designs that contributed to a increase in user engagement in the first month ofimplentation.
• Assisted a team of senior developers in creating and maintaining e-commerce website.
• Optimized images and minimized code, helping increase the company’s website speed.

Heróica Puebla De Zaragoza, Puebla, México

• Assisted users with installation of software applications by providing step-by-step instructions.
• Resolved user inquiries related to system performance or usage issues in a timely manner.
• Performed system upgrades and maintenance activities such as patching OS or application softwarecomponents.
• Coached and mentored team members to improve capabilities.
• Designed and maintained system documentation for infrastructure technology installation, configuration andtroubleshooting.
• Create detailed documentation outlining system specifications and procedures for troubleshooting purposes.

Ingeniero En Ciencias De La Computacion, Computer Science

Bachelor Of Education - Bed, Education